ARCHIVED - Telecom Commission Letter Addressed to Various Parties

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Ottawa, 6 March 2018

Our reference: 8660-C12-201709510


Mr. Christopher Hickey,
Director of Industry Affairs,
Canadian Network Operators Consortium Inc.
1105 – 20 Eglinton Ave. W
Toronto, ON, M4R 1K8, Canada

Mr. Philippe Gauvin,
Senior Legal Counsel,
Bell Canada
Floor 19 160 Elgin Street
Ottawa, Ontario K2P 2C4

Re:  Request for Information regarding incorrect entries in Bell Canada’s qualifying tool

Dear Sirs,

The Commission is in receipt of responses from Bell Canada (“Bell”) and comments from Canadian Network Operators Consortium Inc. (“CNOC”) regarding Commission staff’s requests for information dated 5 October 2017, relating to Bell’s service qualifying tool.

In its 20 October 2017 responses, Bell indicated that there were only a few cases of a qualifying error result out of hundreds of addresses from a dataset submitted by CNOC, representing less than a 1% error rate. Bell added that a qualifying tool error does not necessarily mean that a wholesale customer cannot get service, as qualifying tool rejections can be escalated to the business office for review, and ISPs can nevertheless force an order through, again triggering a further availability review.
Bell also indicated that the errors in question, most likely due to human error during the data inputting stage, were all promptly corrected.

In its 23 November 2017 comments, CNOC indicated that, in addition to the specific cases it had identified, it remained very concerned about errors affecting Bell’s qualifying tool, which are harmful to competition, competitors and consumers.

Commission staff recognizes the importance for incumbents to provide accurate and prompt information with respect to the availability of mandated wholesale high-speed access. In this instance, although a small number of errors were identified related to Bell’s qualifying tool, these errors were promptly corrected. Bell has also indicated that it has established processes to report and address such issues in an appropriate and timely manner. Moreover, Commission staff notes that the information provided on this issue does not indicate that there are ongoing and broad industry-wide problems occurring.

In light of the above, no further action will be taken at this time. Commission staff expects that Bell will continue to promptly address data entry errors and other issues and continually improve its qualifying tool.


Original signed by

Michel Murray
Director, Dispute Resolution & Regulatory Implementation
Telecommunications Sector

c.c.: Imen Arfaoui, CRTC, 819-997-4663,

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